Real-Time Resource Planner: Capacity & Analytics

CVS Health Corporation

Montana

Hybrid

USD 44,000 - 102,000

Full time

4 days ago

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Benefits offered by this job

Medical insurance

Dental insurance

Vision coverage

Paid time off

Retirement plan

Job summary

CVS Health is seeking a Resource Planning Analyst to monitor real-time workloads, optimize queue service levels, and coordinate staffing with Verint and ACD tools. You will lead daily readouts, participate in meetings, and communicate operational impact across teams.

The role requires advanced Excel, experience with contact center systems, and the ability to analyze data and solve problems quickly.

Qualifications

High School Diploma or GED - Required
Bachelor Degree - Preferred
Minimum 4 years Resource Planning or equivalent Operational experience in multi-site environment.
Minimum 4 years experience in utilizing Avaya CMS Supervisor, Five9 or similar ACD system for contact center management and reporting.
Minimum 4 years experience in utilizing NICE/IEX workforce management software or similar application.

Responsibilities

65% - Identify and act on appropriate actions to achieve the desired outcomes. Monitor, Analyze and Manage the work within assigned queues real time and within the current week to ensure service level performance and occupancy requirements are achieved.
20% - Attend all meetings that ensure closed loop communications with peers within Resource Planning around deviations to metrics that impact the team at large ability to properly predict capacity and capacity needs for assigned queues/line(s) of business.
10% - Ensure the accuracy of agent skilling and attribute profiles within Verint, Avaya CMS, 5Nine and the specialty Rx processing system (SPRx).
5% - Communicate service impacting events and quantify operational impact of any applicable Significant Event Notifications to all Resource Planning teams, operational leaders and Vendor Management for assigned queues/line(s) of business.